The Lead Medical Support Assistant (MSA) monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Incumbent may be required to provide back-up coverage for lower level positions as needed due to staffing shortages.
The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, eye, SCI, Military Sexual Trauma, etc.) and performs all related duties.
Major Duties include, but are not limited to: Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics.
Coordinates with patient care teams to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.
Develop/maintain effective and efficient communication with the patient, interdisciplinary team, management team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.).
Coordinates all administrative aspects of the Phone Unit, Switchboard, medical specialty clinics, and associated functions of the Clinic Support Section. Train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. All other duties as assigned, pertaining to this occupation, to meet the needs of the Agency, Department, Facility, and/or Service. Work Schedule: Full-Time, Monday-Friday 7:30am-4:00pm.
Telework: Ad-hoc telework may be approved as determined by agency policy. Virtual: This is not a virtual position. Functional Statement #: 22056-F Relocation/Recruitment Incentives: Not authorized. Permanent Change of Station (PCS): Not authorized.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education.
For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
amelia.rusk@va.gov · 304-623-3461 X6133
This position is with Veterans Health Administration, Department of Veterans Affairs.
The posted pay range is $52727 – $68547/yr.
This position is eligible for telework.
Applications close on 2026-10-26.
This position is open under the 'Fed Internal Search' hiring path.
Source: USAJOBS.gov — U.S. Federal Government · Retrieved 2026-10-19 · Not affiliated with or endorsed by OPM or USAJOBS.gov
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